Joey Maglio, call center supervisor in the Orlando, Florida office.

Joey is the first in a series of employee profiles and was the first recipient of the RTX Employee of the Quarter award earlier this year for his exemplary work. He has worked in the RTX Orlando office since 2014. We recently sat down with him to give readers a glimpse at who is helping them on the phone when booking RTX vacations.

Can you tell me your job description at RTX?

I am a call center supervisor, based in RTX’s Orlando office. I supervise 7? representatives who take calls from our members to book reservations and handle any other account questions.

Can you share a story of how you’ve helped a customer in the past?

There was a situation before I became a supervisor when I was able to help a member avoid a potential vacation disaster. Upon check-in to their confirmed resort, the resort’s front desk had no record of the member’s reservation. The members called RTX in a panic as they were celebrating their anniversary on this particular vacation, and I was the one who received the call. I quickly began working to get answers to help these members. I informed my supervisor of the issue and then contacted the front desk to speak to the supervisor there. The resort was able to find a room for the member while our administrative team worked to see where the error had occurred. In less than an hour, I called the members back to let them know we’d resolved their issue and found them a room. They were so grateful for the quick resolution and I was thrilled that we were able to keep our members happy.

What’s your favorite part of the workday?

My favorite time of the workday is when I am conducting one-on-one meetings with my staff because I can coach and mentor them. They hold the most important task of helping our members get on vacation. I take pride making sure each person on my team is assisting our members 100 percent.

Is it fun living in Orlando, a world-famous tourist destination?

I love Orlando just because there is so much to do here. I live near Coconut Palms II and on weekends that I am not working we take our kids there to enjoy the beach. Most often you can find me in a theme park, and with Sea World, Universal, Legoland, and Disney World, our options are endless.

Do you and your family have a favorite RTX resort?

Our favorite resort has been Coconut Palms in New Smyrna Beach, but with Vacation Villas at Fantasy World in Kissimmee also joining our network, I look forward to visiting that location. Who knows, I might find another favorite resort soon.

What do you like to do in your spare time?

My spare time consists of spending time with my wife and our four kids. From soccer to cheerleading, our kids keep our free time pretty much booked up.

What’s your favorite destination you’ve traveled to?

I honestly can say that I loved everything about Peru from the mystical mystery to the awesome beaches. It was a great time all around! I am hoping to send some RTX members there in the future.

About the Author

About the Author: Pat Barcas serves as staff writer and photographer for RTX Traveler Magazine, based in Asheville, NC. His favorite RTX destinations are on the beach: Orange Beach, Alabama, New Smyrna Beach, Florida, and Murrells Inlet, South Carolina. More from this author.

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